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Communication Skills
ELE205
Chapter One
Communication Process
Eng.Mohammed Alsumady
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Communication definition
Communication is shared understanding of:
a) Feeling.
b) Thoughts.
c) Wants.
d) Needs.
e) Intentions of the communicators.
Why we need Communication?
• We need Communication to deal
with people who are important in
our life, work with, live with,
learn with…
Functions of Communication
a) Practical.
b) Social.
c) Decision making.
d) Personal growth.
Functions of Communication
Why we communicate?
• Practical needs; buying food, securing a job,
renting apartment, health, …..
• Social; meeting other people, demonstrate
ties, friendships, and relationships.
Are social functions important? & What are the
symptoms of failure of social functions?
Functions of Communication
cont.
Why we communicate?
c) Decision making; More information we
receive, better decisions we make. We use
information to decide: better job, who to
marry, where to live, and what to wear a coat
or T-shirt.
Functions of Communication
cont.
Why we communicate?
d) Personal growth; intellectual, emotional, social &
psychological growth. Through self expression
and feedback from others. Feel appreciated and
successful, obtain new information, increase
awareness, new challenges & experiences….So,
we grow as people
Communication Process Model
Communication Process Model
• 1-Sender & receiver: we can be considered as
transceivers. (both sending & receiving messages
simultaneously.
• 2- Encoding: senders originate a communication
message. An idea comes into mind, and an attempt
is made to put this thought into symbols the
receiver will understand. Changing thoughts into
symbols.
Communication Process Model
• 3-Decoding: The receiver who is the distention of
the communication message must assign meaning
to the symbols so they can be understood.
• Encoding & decoding are unique for each person.
Communication Process Model
• 4- Message: is the idea, thought, feeling, opinion,
to be communicated. The messages can be clear
(direct) or unclear.
• 5-Channel: The line through which the message
travels from sender to receiver, such like: face to
face, messages are carried by sound and light
waves. Now, technology takes place: email, SMS,
voicemail.
Communication Process Model
• 6-Feedback: receiver’s response to the heard, seen
or understood message. How the receiver feels
about the message &/or sender
• 7-Noise:any interference that prevents shared
understanding.
Communication Process Model
• 8- Context: can be divided into:
I. Social: deals with the relation between sender &
receiver. With who you communicate with: boss,
friend, father, son, leader.
II. Physical: will dictate what you say and how you
say it, in class, home, coffee shop.
Types of Noise
1) Internal Noise: the dialogues which occur
inside our heads.
2) External Noise: noise in the environment.
3) Semantic Noise: occurs when sender and
receiver have different meaning of words.
1) Internal Noise
Internal Noise includes:
a) Attitudes.
b) Beliefs.
c) Feeling.
d) Opinions that influence our ability
to send and receive messages.
2) External Noise
•External noise deal with environment noise like
other voices, buzzing of machines and so on.
•This type of noise is more obvious than internal
noise and is easier to deal with.
3) Semantic Noise
• Occurs when sender and receiver have different
meaning of words.
• Semantic noise often occurs when technicians
and lay people talk together.
How to overcome noise??
1) Internal noise: being aware of topics and
words that you reeling.
2) External noise: turn off noise sources.
3) Semantic Noise: take aware that people may
have different meaning of some words.
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Communication climate is:
Communication climate is the environment in which
communication either thrives or languishes
depending on the sum of elements (and their
variations):
a)Sender.
b)Receiver.
c)Channel.
d)Method of communication.
e)Objective of communication.
Communication climate
•Good communication dose not just
happen.
•Effective communication happens
when the people involved work to
create a climate of openness, honest
and respect.
Communication climate
Effective communication also happens when
people act to minimize the break downs that
are likely to occur .
Communication climate
Awareness of the following principles may
prevent some breakdowns:
1)We are always communicating:
We spend more than
75% of our total time
communicating.
Communication climate
Awareness of the following principles may prevent
some breakdowns:
2) The message sent is not necessarily the same
message received:
Some experts claim that
50% of our communication
is misunderstood.
Communication climate
3) Who sends the message is a part of it:
For example if we hear the message “I hate you” the meaning
of message change if it were said by a stranger, friend or
enemy.
Communication climate
4) The meaning of words are inside of us.
When farmers talk about
hogs they mean animal.
Communication climate
5) Communication is learned:
In general, communication is “culture bound”
thus we can learn new and better ways of
communication.
Communication Tools is:
A series of guidelines and skills for improving our
interactions with others:
1) Overcoming barriers
2) Giving and getting feedback
3) Recognizing and limiting overload
4) Improving relations
5) Remaining sensitive to organization structure
Communication Tools
1) Overcoming barriers:
a) Gossip: unsubstantiated rumor.
•
When you hear gossip, check facts
by face-to-face with the
People directly involved.
•
Don’t pass any message on.
Communication Tools
1) Overcoming barriers:
b) Gaps: occur because people are different.
The greater the difference, the greater the miscommunication
•
Assuming that all people in a one group have a certain
stereotype can produce divisions between people.
•
We must questioning these stereotypes and focus
communication on individuals not on representative members
our
Communication Tools
1) Overcoming barriers:
c) Loss of emotional control: is inability to control
emotions, for example:
- Skillful persuader may prevent listeners from receiving the
information objectively.
- Disagreeable or offensive topics cause defensive responses.
 We can overcome loss of emotional control by:
- being aware of phrases , terms or topics that may
create an emotional response.
- Recognizing that people have different views of the world
Communication Tools
1) Overcoming barriers:
d) Defensiveness: The tendency to misinterpret another
comments as a personal attack when that was not the intention.
 can be minimized by developing an accurate self-concept by
checking possible interpretations with speakers and by sharing
feeling and thoughts honestly.
Outline
1. Communication definition.
2. Functions of communication.
3. Communication process model.
4. Types of noise.
5. Communication climate.
6. Communication tools.
Communication Tools is:
A series of guidelines and skills for improving our
interactions with others:
1) Overcoming barriers
2) Giving and getting feedback
3) Recognizing and limiting overload
4) Improving relations
5) Remaining sensitive to organization structure
Communication Tools
2) Giving and getting feedback: always worthwhile
for increased understanding.
• The source of difficulty come from how we receive feedback
and how we provide feedback.
• Make your feedback have the impact it deserves by the manner
and approach you use to deliver feedback.
Communication Tools
2) Having and getting feedback
Get feedback
Sender/
Receiver
Receiver/
Sender
Give feedback
Communication Tools
2) Giving and getting feedback:
a) giving feedback strategies :
•
Make the feedback appropriate.
•
Make the feedback specific.
•
Make the feedback positive.
Communication Tools
2) Giving and getting feedback:
b) receiving feedback:
•Ask for feedback then receive it openly.
•Acknowledge the feedback.
•Consider the feedback received.
Suggestion boxes, open door policies and team meeting are
ways to promote feedback.
Communication Tools
3) Recognizing and limiting information
overload:
•information overload occurs when you become burdened and
overwhelmed by too much paper-based, electronic and verbal
information.
•Information overload can lead to reduced productivity, added
stress, difficulty of making decisions, and decreased attention span
and memory.
.
Communication Tools
3) Recognizing and limiting information overload:
To combat this overload, it is essential to adopt effective strategies
for managing information:
•
Recognize overloads in others
•
Recognize overloads in self
•
Limit overload situations
Communication Tools
4) Improving relations:
a)Positive regard: accept other people for who they are as
human beings, regardless of race, attitudes or believes.
b)Empathy: develop an interest of others (even a curiosity)
c)Openness: share your own true feelings, experiences and
thoughts.
d)Trust:
•Task trust: carrying out whatever is expected of you.
•Interpersonal trust: keeping secrets and supporting colleagues
Communication Tools
5) Remaining sensitive to organization structure:
a)Formal networks:
•Are those established by management and are often represented in
organization charts.
•These networks identify a chain of command provide a feedback system and
regulate the kind of communication.
• You must know your responsibilities which involve sending and receiving
information through the proper channels in a specific chain.
Communication Tools
5) Remaining sensitive to organization structure:
a)Formal networks:
• The greatest advantage of formal networks is the structure they provide for
getting the work done. However communication flow may be slow,
cumbersome and impersonal.
•Such networks could save the
company time and money!!
Communication Tools
5) Remaining sensitive to organization structure
b) informal networks :
Developed as the result of employee friendships, common interests and
proximity workers have to one another outside of the chain of command.
Communication Tools
5) Remaining sensitive to organization structure
b) informal networks :
•
They build morale and establish rapport by providing face-to-face
contact, immediate feedback, and additional information.
•
They may generate inaccurate or incomplete information, gossip, or
cause resentment among workers who are not a part of the network.
Communication Tools
5) Remaining sensitive to organization structure
In summery:
Sensitivity to organizational structure requires that you
understand informal and formal networks and keep in mind the
advantages and disadvantages of both .
Conclusion:
1. Communication is a process that satisfies basic human needs.
2. In order to communicate effectively we need to understand the
elements, principles, and barriers that influence this process.
3. Also we need to develop
understanding.
strategies that will promote
End of chapter 1
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